A Smart Multichannel Contact Strategy is Critical to Building Customer Relationships

Support Multi-Channel Communications

In today’s ‘demand’ economy, consumers are accustomed to a wide variety of choice. E-Service capabilities are a requirement for a complete customer communications solution. Email, SMS, Social Media, Web Chat, and Web Callback give you additional opportunities to communicate with your customers by letting them select the channel that is the most convenient for them.

Establish Workflow Management

Agent groups can be designated to exclusively receive and respond to emails, web chats, and web callback requests. Or, using our Universal Queue technology, groups can be blended to handle email, SMS, social media, and web along with inbound or outbound telephone calls. You can set priorities for telephone calls over e-services, and vice-versa, depending on your program goals.